Warranty & Product Support

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

We aim to provide customers with clear information about the warranty coverage applicable to their purchases.

Products may be supplied with a manufacturer's warranty or another commercial warranty, depending on the brand, product model, and terms provided with the item.

Warranty coverage and duration vary by product.

Where a commercial warranty applies, the relevant details may be found in the product description, manufacturer's documentation, or warranty information supplied with the product.

We do not represent that every product carries an identical commercial warranty period.

Importantly, any commercial warranty is additional to your statutory consumer rights and does not replace or restrict them.

Customers purchasing goods as consumers are protected by the Consumer Rights Act 2015.

• Of satisfactory quality
• Fit for their intended purpose
• As described
• Consistent with applicable contractual requirements

If a product fails to meet these requirements, you may be entitled to a legal remedy.

Depending on the circumstances, these remedies may include:

• A refund
• Repair
• Replacement
• Price reduction
• Final rejection of the goods

The First 30 Days

Consumers generally have a short-term right to reject faulty or non-conforming goods within 30 days, subject to the statutory conditions and exceptions.

Where this right applies, you may be entitled to a refund.

After the First 30 Days

If a fault becomes apparent after the initial 30-day period, you may still have the right to request a repair or replacement.

If a repair or replacement is unsuccessful, impossible, or cannot be provided within a reasonable time without significant inconvenience, further remedies may apply.

Where a fault becomes apparent within the first six months, UK consumer law generally presumes that the goods did not conform to the contract at delivery, unless the trader proves otherwise or the presumption is incompatible with the goods or the nature of the fault.

Statutory rights may continue beyond six months, depending on the circumstances, evidence, and applicable limitation periods.

In England and Wales, claims for breach of contract may generally be brought within six years, although this does not mean every product is guaranteed to last six years.

Your statutory rights are not limited by the duration of a manufacturer's warranty.

Certain products may include commercial warranty coverage provided by their manufacturers.

Depending on the applicable warranty terms, coverage may relate to:

• Manufacturing defects
• Faulty materials
• Defects in workmanship
• Specified components
• Certain electrical or mechanical failures

The exact coverage, exclusions, duration, and claim procedures depend on the relevant manufacturer's terms.

Please review the documentation supplied with your product.

If you need assistance locating warranty information, contact our customer support team.

If you experience an issue with a product purchased from The Handle Factory, please follow these steps.

Email info@thehandlefactory.uk.

• Full name
• Order number
• Product name
• Brand and model number
• Date of purchase or delivery
• Description of the issue
• Photographs or video, where available and safe to obtain

Our team will review the information and advise you on the appropriate next steps.

We may request additional details where reasonably necessary to understand the issue.

Depending on the product and reported fault, an inspection or technical assessment may be appropriate.

For installed or heavy equipment, we will discuss suitable arrangements before asking you to return or move the item.

Where a legal or commercial warranty remedy applies, we will assist with the appropriate resolution in accordance with the relevant terms and applicable law.

For stove accessories, support may include enquiries relating to product defects, damaged components, missing parts, and compatibility information.

Please provide the relevant stove or accessory model where available.

Fireplaces

For fireplaces, we can assist with general product information, reported faults, and available warranty documentation.

Fireplaces must be installed and used in accordance with manufacturer instructions and applicable building and fire safety requirements.

Where installation requires a qualified professional, customers should use an appropriately competent installer.

Generators

For generators, support may involve reported manufacturing defects, electrical or mechanical issues, and manufacturer warranty enquiries.

Always follow the manufacturer's operating and maintenance instructions.

Fuel-burning generators must never be operated indoors, in garages, or in enclosed spaces due to the risk of fatal carbon monoxide poisoning.

If a generator develops an unsafe fault, stop using it and seek appropriate professional assistance.

For water heaters, support may involve reported heating faults, leaks, damaged components, or product documentation.

Gas appliances must be installed and serviced by appropriately Gas Safe registered engineers where required.

Electrical work must comply with applicable safety requirements.

Saunas

For saunas, support may include enquiries relating to heaters, control systems, supplied components, and product defects.

Electrical installation and ventilation requirements must be followed carefully.

Do not operate a sauna if you suspect an electrical or overheating fault.

For furnaces and boilers, support may involve reported component faults, product information, and warranty documentation.

Gas boilers must be installed and serviced by appropriately Gas Safe registered engineers.

Customers should retain installation and servicing records where relevant to a manufacturer's commercial warranty.

Some products require professional installation to operate safely and comply with applicable regulations.

• Gas boilers and water heaters
• Certain fireplaces and stoves
• Hardwired electrical heating equipment
• Sauna heaters and electrical systems
• Permanently connected power equipment

Customers should follow the manufacturer's installation instructions and use appropriately qualified professionals where required.

Incorrect installation may affect commercial warranty coverage where the applicable warranty lawfully provides for this.

However, a manufacturer's warranty exclusion does not automatically remove statutory rights against the retailer.

8. What May Not Be Covered by a Commercial Warranty?

Commercial warranty exclusions vary by product and manufacturer.

Depending on the applicable terms, exclusions may include:

• Accidental damage
• Misuse or abuse
• Unauthorised modifications
• Damage caused by unsuitable installation
• Failure to follow operating instructions
• Normal wear and tear
• Damage caused by external events
• Maintenance-related issues outside the stated warranty coverage

These are examples only and do not represent universal exclusions applicable to every product.

Commercial warranty exclusions cannot override statutory rights where goods are faulty, misdescribed, or otherwise fail to conform to the sales contract.

Where a repair or replacement is required under applicable consumer law, it must generally be provided:

• Within a reasonable time
• Without significant inconvenience to the consumer
• At no necessary cost to the consumer

This may include reasonable postage, labour, or material costs.

For products requiring removal or reinstallation, applicable statutory obligations will be considered.

Where a commercial warranty provides additional repair or replacement benefits, those benefits will be governed by the relevant warranty terms.

Some products, including boilers, generators, fireplaces, and saunas, may be too large or heavy for standard parcel returns.

If your product requires inspection, repair, replacement, or return, please contact our support team before arranging transportation.

We will advise on the appropriate process and any available collection or inspection arrangements.

Where a statutory remedy applies, we will meet our legal obligations regarding reasonable costs and inconvenience.

For safety reasons, do not disconnect gas appliances or other hazardous installations yourself.

If a product arrives damaged or defective, please contact us as soon as reasonably possible.

Include your order number and details of the issue.

Photographs may help us investigate the problem, but they are not an absolute requirement for exercising statutory rights.

Depending on the circumstances, we may arrange a repair, replacement, refund, or another legally appropriate remedy.

Please do not continue using equipment that appears unsafe.

In addition to statutory consumer rights, The Handle Factory offers a 30-day voluntary return policy for eligible purchases.

• Returns for defective and non-defective products
• Exchanges accepted
• Free prepaid return shipping
• No restocking fees
• A standard refund processing target of 10 days

Non-defective products returned under the voluntary policy should generally be in new, unused, and uninstalled condition.

Different conditions apply where statutory cancellation rights or remedies for faulty goods are exercised.

For complete details, please review our Returns & Refunds Policy.

When requesting warranty support, please provide your order number or another reasonable form of proof of purchase.

• Order confirmation email
• Receipt or invoice
• Relevant payment record
• Other information reasonably establishing the purchase

Original packaging is not necessarily required to exercise statutory rights.

If a product is repaired or replaced, the applicable warranty position will depend on the manufacturer's terms, the circumstances of the remedy, and statutory requirements.

A repair or replacement does not automatically eliminate or reduce any statutory rights that continue to apply.

Our team can assist with relevant warranty documentation where available.

To help maintain safe product operation and support an efficient claims process, customers should:

• Follow the manufacturer's operating instructions.
• Use products only for their intended purposes.
• Arrange professional installation where required.
• Carry out appropriate maintenance.
• Stop using products that appear unsafe.
• Retain relevant purchase and installation documentation.
• Contact us when a product issue arises.

These recommendations do not remove statutory rights or impose additional legal conditions on customers.

16. How Long Does a Warranty Claim Take?

The time required to resolve a warranty enquiry depends on the product, nature of the fault, availability of replacement parts, and whether a technical assessment is necessary.

We aim to review enquiries promptly and communicate the next steps.

Where a statutory repair or replacement is required, we will comply with the obligation to provide the remedy within a reasonable time and without significant inconvenience.

If a refund is due, it will be processed within the applicable statutory deadline.

If you need assistance with a warranty claim, product defect, repair, or replacement, please contact us.

Operated by THE HANDLE FACTORY LTD

Studio 210, 134–136 Curtain Road

London, England EC2A 3AR

Please contact us before sending a product to our business address. We will confirm the appropriate return or inspection arrangements.

We may update this Warranty & Product Support Policy to reflect changes in our product range, manufacturer warranty arrangements, customer service procedures, or applicable legislation.

Updates will be published on this page with a revised effective date.

Changes will not retrospectively remove statutory rights or commercial warranty commitments applicable to purchases already made.

The Handle Factory — Warranty & Product Support Policy